Pandemic-driven workplace changes are driving unprecedented demand for cloud communications services. Customer interest in these services nearly doubled in 2020 as remote work requirements exposed the shortcomings of legacy business communications solutions.
Even companies with a remote work strategy in place were unprepared for the challenges presented by the pandemic. Communication strategies designed to support a few mobile and at-home employees couldn’t scale to support an entirely remote workforce. Cloud-based solutions provided a quick, effective way to provide communication tools for remote employees, colleagues, customers and partners.
With large swaths of the workforce planning to continue working remotely once the pandemic has passed, connectivity and collaboration will remain top market drivers.
Here are some of the strategic benefits of migrating communications to the cloud:
Cloud communications support digital transformation efforts by reducing infrastructure and maintenance requirements while boosting collaboration and innovation. According to one study, the pandemic has accelerated companies’ digital communications strategy by an average of six years.
Cloud-based UC allows organizations to rapidly add new users and services as needed. It also simplifies the process of integrating important business applications from multiple vendors, which can streamline workflows and increase employee productivity. A common interface across different applications simplifies things for end-users.
With infrastructure in the cloud, there’s no need to configure, deploy, manage and maintain on-premises gear. Administrators can make moves, adds and changes though a simple web interface from a laptop or a smartphone. Relieved of this management burden, IT staff can focus on more strategic tasks.
Three-quarters of professionals in one recent survey cited fast access to advanced features and capabilities as the top benefit of cloud communications. A variety of advanced analytics tools can be used to evaluate customer interactions, monitor network performance and ensure regulatory compliance.
Better customer engagement:
The ability to collect data across all communication channels leads to better understanding of the customer experience. Cloud-based contact centers have the tools to evaluate data from all interactions to see what’s happening at every point of the customer journey, and they can pick up important signals about customer preferences, intent and satisfaction.
Gartner analysts report that administration and management make up half the cost of a communications solution. Shifting those costs to a third-party provider is a powerful incentive for adopting a cloud solution. First-year costs may increase due to training and deployment expenses, but one recent study found that companies cut operating, licensing and staffing expense by more than 50 percent after the first year.
Using a provider’s infrastructure allows you to stay on top of evolving technologies. With regular upgrades and updates, providers ensure you have access to the latest solutions.
Expanded talent pool:
Remote work means geography is no longer a significant factor in hiring decisions. Companies can hire the best available candidate, regardless of location. This is particularly important for contact centers that need agents in different locations around the world to support “follow the sun” operations.
Although the pandemic has accelerated the adoption of cloud communications, it’s a mistake to think of these as short-term solutions. Cloud-based UC creates a multitude of strategic benefits that will outlast the health crisis and drive increased business efficiency, agility and innovation. Let us show you how migrating your communications to the cloud can support both your immediate and long-term business requirements.